Top 13 Benefits of Live Chat For E-commerce

Customer experience is everything. Specifically in the market where competition knows no bound.

If you are an online store owner, I bet you are always looking for ways to enhance the customer experience, albeit in the budget.

If yes, you are in the right place.

Today I am talking about the benefits of live chat for E-commerce and in the end, there is a free tool that you can hop onto!

So let’s get started with live chat for E-commerce websites!

Top Ecommerce Live Chat Benefits:

1. Time-saver
2. Customer communication
3. Customer insights
4. Humanizes the brand
5. Cost-effective
6. Increased conversions
7. Customers love it
8. Reduced bounce rate
9. Collect customer feedback free of cost
10. Build customer trust and loyalty
11. Competitive edge
12. Increase average order value
13. Enhanced shopping experience

Benefits of Live chat for E-commerce:

1. A time-saver technique for customer support

   It’s all about time!

   If the customers have to wait for an email reply or attend a phone call to get the support and keep their important tasks aside, it contributes to bad support.

   Instead, live chat support allows customers to handle their routine tasks simultaneously. Also, the support agent in your team can handle more than one support ticket and hence work efficiently.

2. Brand communication with customers

   Live chat embedded in your online store makes it easy for the customers to contact you for any queries. With this ease comes greater frequency.

   It can give your brand a chance to communicate often with customers or visitors which can be encouraged for conversions. Also, the customers returning back for chat support can be benefitted from good service and hence earn their loyalty or turn them into a repeated customer!

   Communication with a niche audience is always beneficial and the live chat support gives a chance for the same!

3. Customer insights

   The live chat tools for E-commerce allows you to monitor the visitor’s activities, analyze the friction points in the shopping cycle, and hence understand the customer behavior.

   Also, the support team can analyze the frequent customer queries and hence identify the opportunities for improvements without any cost!

   Additionally, many live chat tools capture the visitors’ details like email address, location, browser information, and session data!

4. Humanizes the brand

   Opting for live chat support instead of emails gives a personalized touch to the customer experience.

   A real person just like you and me can help the customer out with a product or service and this friendly support can elevate the customer experience!

   You can also use a mascot if you have one, and design a popup that illustrates as if that character is helping your customers!

5. Cost-effective

   According to a survey, live chat is 50% cheaper than traditional phone calls for customer service.

   Live chat support can be cost-effective if you are tight on budget or a startup that cannot compromise with the customer experience but also cannot afford to set up a call center or a phone support system.

   Moreover, if you are supporting the customer queries via chat, you can multi-task which is not possible for on-call support. This adds to the efficiency of the support team and cost-effectiveness for the business!

6. Increased conversions

   40% of buyers who use live chat are more likely to make online purchases – EmarketerIf you are going to solve customers’ confusion about your products asap and according to their convenience, they won’t hesitate to purchase.

   Setting up a live chat support system that is easy for the customers to access, can prompt them to ask for their pre-sale queries instantly and boost the conversion.

7. Customers love it

   Customers prefer instant help for the products which they’ve paid for. And live chat support is the perfect tool for them to get instant support.

   Waiting for email replies or attending calls can be frustrating. But customers love live chat support. Millennials prefer live chat for customer service over every other communication channel as per Comm100. Decreasing the wait time and allowing the customers to multi-task, live chat is a must-have in an online store!

8. Reduced bounce rate

   Bounce rates not only result in losing the hard-earned traffic to the store but also adversely affects the search engine rankings. ​​​​​There are many ways to optimize and reduce the bounce rates and one of them is live chat support.

   Offering a “May I help you” platform can prompt the visitor to give your site a second chance when he is confused or stuck and is deciding to abandon the store.

9. Collect customer feedback free of cost

   Online customer reviews are a great deal for any online store. And earning a customer review requires many efforts and sometimes monetary efforts when you reward them in exchange for a review.
   Instead, live chat can be used to earn free customer feedbacks. You do not need any extra time or effort. All you have to do is politely ask for a review after offering a good support service.

   If that customer is satisfied with the instant live chat support you offered, he won’t hesitate to review it and there you go, a free of cost customer feedback!

10. Build customer trust and loyalty

    Customers will be able to trust a business that cares about their issues and offer solutions. They come to you for the solutions and if you provide it without delay and as per their convenience, they are going to be happy customers.

    Live chat support makes them feel that your business care about their queries and you care about your customer.

    Hence, they are going to trust you with their problems and come for its solutions again and again, which means, more sales for the business!

11. Competitive edge

    Enjoy a competitive edge when you offer live chat support in your online store. You are going the extra mile for your customers which is not usual. Hence, the customers are bound to choose you over your competitors!

    Not all businesses have resources or do care about instant support, but if you do, you can reap its benefits. However, it may be costly for you too to set up a call centre for instant support. That’s when live chat support setup comes handy. Cheap and effective!

12. Increase average order value

    While having a one-to-one communication with a customer, you can up-sell or cross-sell the items with a personalized touch. Live chat has the capability to do so without implying it to the customer.

    In this way, you can not only work in the direction of increasing the average order value but also help the customer with shopping and the quality of the products!

13. Enhanced shopping experience

    There is no denying in saying that live chat support improves the customers’ shopping experience. They get the answers to their questions regarding the product instantly.

    They get assistance in the shopping of better quality products. They can multi-task while asking for support. They can trust a person, i.e., support agent instead of cold emails!

    All these things attribute to a better shopping experience in the store!

Concluding my post by declaring the live chat support as an ultimately fastest channel of support and communication with the customers, I would like to offer the best live chat tool for the Magento 2 stores!

Also Read:

• Top 9 Ways for Successful E-commerce Returns Management [2022]
• 10 Benefits of CRM in eCommerce [2022]
• Top 10 Benefits of Customer Reviews in E-commerce

If you are a Magento 2 store owner and looking for solutions to implement live chat, look no more. Meetanshi offers FREE Magento 2 Facebook Chat extension.

Integrating Magento 2 store with Facebook messenger has never been this easy!

Offer live chat support to the store visitors using their preferable platform, Facebook messenger and leverage Facebook for eCommerce.

There are other premium solutions for Magento stores too:

Magento 2 WhatsApp Contact allows customers to instantly contact you via WhatsApp to have one-to-one live chat for solving their product or service related queries.

Similarly, Magento WhatsApp Contact is the solution specifically for Magento 1 store owners.

These extensions allow customers to conveniently chat with your support team using the popular WhatsApp platform!

Get started on your way to building a strong customer relationship now!

Did you like the post? Do you leverage the live chat support system in some ways that I might have missed?

If so, I would be glad to read them in the Comments section below.

Also, do not forget to share the post far and wide among the online store owners using social media.